Senior Director, Customer Success

Dublin - Ireland

Monthly Salary: Not Disclosed

Posted on: 2 days ago

Vacancies: 1 Vacancy

Job Summary

Our mission at HubSpot is to help millions of organizations grow better. As the Senior Director of Customer Success for EMEA youll lead a large upmarket organization that turns customer outcomes into measurable revenue impactshaping how we retain grow and serve customers across the region.

Role Summary

As the Senior Director of Customer Success EMEA you will own the regional strategy and execution for our Upmarket Customer Success organization across Small Business Mid-Market and Corporate segments. Youll lead a multi-layered leadership team drive Gross Revenue Retention performance and ensure our customers realize clear defensible ROI from HubSpot.

This is a high-impact leadership role with global visibility. You will represent EMEA Customer Success in cross-functional forums translate company-level strategy into regional execution and help evolve our operating modelleveraging AI and scalable motions to enhance human-led customer engagement.

You will report into Global Customer Success leadership and partner closely with Sales Marketing Operations and People teams to deliver durable profitable growth.

What Youll Do

Own EMEA Gross Revenue Retention (GRR) performance forecasting accurately and driving accountability across segments to meet and exceed targets.
Lead and develop a third-line leadership team building high-performing Directors and Managers who scale impact across 145 team members.
Translate global strategy into regional execution defining the EMEA CS operating model cadence and priorities.
Partner cross-functionally with Sales Marketing and Operations to remove friction accelerate customer value and drive revenue growth.
Represent the EMEA CS business in executive and cross-functional forums advocating for regional needs while aligning to company-first strategy.
Elevate customer value realization moving beyond adoption metrics to measurable ROI and executive-level business impact.
Improve and evolve playbooks incorporating AI and automation to supplement human-led motions and increase scale consistency and efficiency.
Drive operational rigor establishing clear performance metrics inspection cadences and accountability frameworks across segments.
Act as a change accelerator leading through ambiguity and guiding teams at speed in a high-growth evolving environment.

Required Qualifications:

Significant leadership experience in B2B SaaS leading large multi-layered customer-facing organizations of comparable size and complexity.
Proven track record of driving revenue retention and commercial outcomes in an upmarket or enterprise environment.
Experience leading leaders (3rd-line or equivalent) with a strong ability to build coach and develop high-performing teams.
Demonstrated success partnering cross-functionally with Sales Marketing Operations and People teams to solve systemic challenges.
Strong commercial acumen with the ability to connect customer value to revenue performance and long-term growth.
Operational discipline including forecasting performance management and metric-driven execution.
Experience navigating change at scale with a bias for action and the ability to make decisions with imperfect data.
Executive presence and communication skills with confidence presenting to senior stakeholders and influencing across functions.

Nice-to-Have Qualifications:

Experience leading Customer Success across multiple countries within EMEA.
Exposure to AI-enabled Customer Success strategies or scaled servicing models.
Experience operating within a public high-growth SaaS environment.
Background in evolving or redesigning Customer Success operating models.

Where Youll Work

Location: EMEA (Ireland or UK preferred)
Work location preference eligibility: Remote or Hybrid
Travel/Shift: Travel within EMEA and occasionally globally as required

We know the confidence gapand impostor syndrome can get in the way of meeting spectacular candidates so please dont hesitate to apply wed love to hear from you.

If you need accommodations or assistance due to a disability please reach out to us using this form.

At HubSpot we value both flexibility and connection. Whether youre a Remote employee or work from the Office we want you to start your journey here by building strong connections with your team and peers. If you are joining our Engineering team you will be required to attend a regional HubSpot office for in-person onboarding. If you join our broader Product team youll also attend other in-person events such as your Product Group Summit and other gatherings to continue building on those connections.

If you require an accommodation due to travel limitations or other reasons please inform your recruiter during the hiring process. We are committed to supporting candidates who may need alternative arrangements

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India Applicants: link to HubSpot Indias equal opportunity policy here.

About HubSpot

HubSpot (NYSE: HUBS) is an AI-powered customer platform with all the software integrations and resources customers need to connect marketing sales and service. HubSpots connected platform enables businesses to grow faster by focusing on what matters most: customers.

At HubSpot bold is our baseline. Our employees around the globe move fast stay customer-obsessed and win together. Our culture is grounded in four commitments: Solve for the Customer Be Bold Learn Fast Align Adapt & Go! and Deliver with HEART. These commitments shape how we work lead and grow.

Were building a company where people can do their best work. We focus on brilliant work not badge swipes. By combining clarity ownership and trust we create space for big thinking and meaningful progress. And we know that when our employees grow our customers do too.

Recognized globally for our award-winning culture by Comparably Glassdoor Fortune and more HubSpot is headquartered in Cambridge MA with employees and offices around the world.

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Required Experience:

Exec